About us
We love pets - which is why we’re on a mission to make the world a better place for pets and their parents. We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. Our company is respectful, fun-loving and passionate about pets and their wellbeing. Throughout our business you'll meet people who think differently, aim for impact, and love to try new things. Want to join our pack? Join us. Love every moment. Love ManyPets.
A day in the life
As a Claims Handler at ManyPets, your responsibilities are to oversee the claims process for customers. You will manage and handle claims from initial notification through to final settlement, validating policy cover and the claim. You’ll ensure requests are handled properly, dealt with at pace, and with plenty of empathy.
You will also carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim. You’ll also make sure our service and compliance standards are met - and our own financial and operational targets are achieved. You will also manage vet or customer calls relating to the claims process.
Leveraging your attention to detail, you'll meticulously record customer interactions on our systems capturing all the details required and follow up on associated tasks until they’re resolved. Liaising with our internal teams, you'll gather information to address complaints effectively while adhering to regulatory customer handling requirements.
Core deliverables
Claims champion: responsible for validating and processing claims efficiently - and to agreed timelines.
Positive approach: Approach customer interactions with a positive attitude and provide clear updates via phone and email.
Team collaboration: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
Organisation skills: Control our claims spend and ensure accurate admin and data is captured.
Communication skills: Communicate effectively with customers and internal teams, ensuring best outcomes for both.
Skills and competencies
Claims Champion
Manage and handle claims from initial notification through to final settlement, validating policy cover and the claim.
Liaise with customers and vets (via telephone and email) to fully articulate outcomes and eligibility.
Carry out investigations to ensure all relevant documents and information have been evaluated prior to the decision on the claim.
Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
Positive Approach
Maintain a positive attitude, even in stressful situations, to contribute to the customer experience that will foster loyalty.
Remain patient and show empathy towards customers, especially in challenging situations about their claim, to build rapport and trust.
Complete payment authorisations and quality assessments as needed.
Regularly track and evaluate your progress towards goals, adjusting as necessary to stay on track.
Actively acquire knowledge of regulatory procedures, our products, and services to provide accurate information and assist customers effectively.
Learn and implement new regulatory procedures. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience.
Team Collaboration
Actively seek feedback, learn from experiences, and strive to enhance your skills…